Nortel Contact Recording

 Overview CRQM
 Administration & Maintenance
- Status
- Monitoring Alarms
- Audit Trail
- Local Archive
- Preventative Maintenance
 Troubleshooting
- Hints and Tips
- Interpreting Log Files and Alarms (CS1000 systems)
- Specific Problems
 Alarms
- Shown on the Alarms
- Sent in email messages as specified
- Logged to the recorder’s log file
Nortel Quality Monitoring

 User Administration
- Role of the Administrator
- About Roles
- About Users
- About Groups
 Business Rules
- Introduction to Business Rules
- Event-Based Business Rules
- Agent Randomizer Business Rules
- Schedule-Based Business Rules
- Managing Business Rules
- Managing Business Rules Folders
Nortel Quality Monitoring (Cont)

 Live Monitoring
- About Live Monitoring
- Active Agents Window
- Initiating/Stopping Live Monitoring
- Saving Live Monitoring Sessions
 Searching
- About the Search Feature
- Searching for a User
- Searching for a Contact
- Searching for a Rule
- Modifying Search Criteria
- Saving Searches
Nortel Contact Recording and Quality
Monitoring

 Contact Recording
◦ Simple user web based interface with easy
search
◦ Secure Replay with call details
◦ Detailed search options
◦ Complete audit trail
 Quality Monitoring
◦ Voice and screen recording
◦ Customizable evaluation forms
◦ Reporting
 Status Monitoring

Summary – links to other components, local archive and storage status and, if it is t
he Master, the current and peak concurrent load on all of the recorders in the system
.
CTI Monitors – the list of DNs/Position IDs that are being observed via the CTI link.
Channels – the state of each recording channel in the system.
 Summary
- Link to XXX at…

The Master and Standby recorders must receive information over MLS in or
der to control recording. Call tagging and filtering will not work correctly if t
his link is DOWN.

If the recorder connects to other components, such as Viewer, or Nortel Qu

ality Monitoring,Standby, Slave or TDM recorders, the status of these links s
hould be UP.

- Current DVD media

Use this entry to confirm that the DVD drive has sensed, and is using, a vali
d disk. It will show one of the following values:
 active if it is able to record to the disk
 foreign if it cannot use or recognize the inserted disk
 old if a previously closed disk has been reinserted
 empty if there is no disk in the drive
 unknown if the recorder is still starting up or the archive device has n
ot been specified
 correctly
- Current DVD Label
Use this value to label the current disk. Disks are sequentially numbered.
- Free Space on current DVD media
Use this value to determine when you will need to change the DVD media. A blank
media shows 4 GB free space.
- Total call segments recorded to date
This value shows the total number of call segments ever recorded by the system.
- Total call segments recorded today
Use this value to confirm that recordings are being made today.
- Date of oldest call held on disk

Until your disk has filled for the first time, you should monitor the available space
on the drive. Check that the rate at which space is being consumed is in line with
your predictions. You should be able to estimate when the disk will reach capacity
and when the first calls recorded will be
deleted to make way for new calls.
- Load

On the Nortel Contact Recording Master, the table at the bottom of this page sho
ws the current and peak loading levels of the recorder. For each recording mode c
onfigured
 CTI Monitors

This page is only populated on Master and Standby recorders (not Slaves). It s
hows each of the DNs or Position IDs that the recorder needs to monitor to pe
rform Bulk Recording and/orQuality Monitoring.
- DN or PosID
Shows the Directory number or Position ID being monitored.
- TN

Shows the TN that this row relates to. Where a DN appears on multiple phones, each on
e should have a separate row in this page.
- Associated
Shows whether or not this DN or Position ID has been successfully "associated" with the
recording application.
- Part of Range

This field is used for Bulk Recording only. It shows which DN or Position ID range this p
articular address is a part of.
- Agent

If an agent has logged on to this position since the recorder started, this field shows tha
t agent's ID.
- Active Calls
Shows the call ID and parties on each call that this DN or Position ID is connected to.
- Channel

When a call is active and either needs to bulk recorded or observed by the Quality m
onitoring application, a channel on a recorder is assigned to it. The recorder name an
d channel number are shown here.
- Quality

- “N/A” - means that this DN or Position ID is not configured within the Quality Moni
toring application and hence Quality Monitoring is not available.
- If a number or pair of numbers is shown (e.g. “1234/5678” ) both Position
ID 1234 and DN 5678
- “IC:0:” This shows that the Quality Monitoring application is actively observing

- Desktop

This shows the PC name where a user has logged into the Contact Recording Deskto
p and may be controlling recording or tagging calls using the application.
 - Rec

This column shows whether or not the channel assigned is recording the call at the mo
ment.
- Calls
This column shows how many calls have been bulk recorded on this DN or Position ID.

 Channels

This page is only populated on Master and Standby recorders (not Slaves). It shows the
current state and configuration of each channel on each recorder in the system.
- DN/TN

Shows which DN/TNis using this port. If a port is not allocated, this column will show “N
/A”.
- Channel
The recorder's IP address and channel number are shown.

- Nortel Contact Recording IP Recorders show the lower of the two RTP ports used
by the channel.
- Rec
Shows whether or not the port has been told to record active calls.
- Active
Shows whether a recording is actually in progress or not.
 Monitoring Alarms

The Alarms page shows system warnings, alarms and events. The recorder stores alar
ms in its database. It deletes them when they are more than a month old.
- Viewing alarms and events
- Clearing specific events
- Clearing all events

 Audit Trail
The Audit Trail functions track the following user actions:
- Successful user logins
- Failed user logins

- Password changes (although, for security reasons, the actual password is

not stored)
- End user searches on the database
- Replay requests
 Local Archive
This section explains how to use a local DVD+RW drive to archive recordings.

- Loading a disk
The Current DVD media field shows that the disk has been recognized and
is being written

- Changing disks

The System Overview page shows when the disk is full and an alarm is raised.

- Labeling a disk

As you eject each disk, label the disk itself using an approved indelible marker.

- Verifying recorded disks

To verify that the contents of a disks are valid, reinsert it then open Explorer on the drive.
 Preventative Maintenance

This section highlights a number of administrative tasks that should be performed daily
, weekly,monthly, and every six months to ensure the system continues to operate sm
oothly.
- Daily
Alarms
Disk capacity
System Status
Confirm channel status
Confirm recording and replay
Archive
- Weekly
Disk capacity: main recording store
Disk capacity: other partitions
Call detail database purging
Configuration Backup
- Monthly
Loading trends

- Note the number of calls recorded at the end of each month and compare with pre
vious month's accumulated total.

- Note the age of the oldest call on the disk (only applicable once the disk has filled f
or the first time)
- Note the CPU load during busy hour.

- Every Six Months

The recorder must perform a full vacuum on the database to avoid wrapping transacti
on identifiers. When six months have passed since the previous vacuum the recorder
will automatically perform the maintenance the next time that it is restarted. To remin
d you to schedule a restart, the system will issue daily warnings that it needs to be res
tarted. If for some reason you need to restart your system, and would prefer not to ha
ve the vacuum process start,you can defer it using the check box on the General Setup
➝ Recorder page. This setting only defers the maintenance once. To defer again, reset
the option. However you must allow the recorder to perform this essential maintenanc
e task within 30 days.
 Hints and Tips
- Where to Look for Clues
When problems occur, check the following:
- Emailed Alarms and Events.
- Alarms Page.
- Log Files.
- \logs
- \tomcat5525\logs
- Determining Current Version
- Application Logs

The Nortel Contact Recorder writes log files to \logs beneath the directory into which i
t was installed. The current day’s log file is called cs.log. At midnight the current log fil
e is closed, renamed to cs.log.<date>, and a new log file opened. These log files are
automatically purged after 30 days.

- Tomcat Logs

Nortel Contact Recorder uses the Tomcat web servlet container, which writes log files
to \tomcat5028\logs beneath the install path.

Interpreting Log Files and Alarms (CS1000 systems)
The following information is helpful in interpreting DEBUG level log files and detailed
alarm parameters on CS 1000 systems.
- DN Status Codes
- Stop Record Reason Codes
- MLS Link Status
- MLS Call States

 Specific Problems
System Administration page problems
- Cannot access the System Administration pages
- Ping the server to confirm that connectivity is possible.
- Use the numeric dot notation IP address instead of the hostname.
- Use the browser installed on the server itself to access the
application at http://localhost:8080.
- Cannot log in

- If you have trouble logging in, check the state of the Caps Lock key and make sure the usern
ame and password are being entered with the correct case.

- If you can log in under another account, reset the password of the account having problems.

- If nothing happens when you click the OK button, check that your Internet Explorer settings a
llow javascript to run.

- Web pages appear “untidy”

- If set to Large Fonts (120dpi), this will impact all website accesses not just the Nortel
Contact Recorder pages.
- Connectivity
Email alarm problems

- Try the settings you are using in a standard mail client, such as Outlook. Send a
message using the account specified to prove that the settings are valid.
- If email messages have been working and then stop without any of the settings
changing, verify that nothing has changed on the mail server. This problem occurs, f
or example, if your password has been reset or changed on the mail server.

- If the Nortel Contact Recorder is not sending email messages, it may be because it
is not able to access the SMTP server. Check the network connections to the recorder
.

CTI Link Connection Problems

- If these problems are accompanied by other alarms that indicate a failure to send e
mail messages,then the problem is more likely to be with the recorder’s network con
nection than with the CTI interface itself.
Nortel Contact Recorder to Quality Monitoring server problems

- If the problems reported include mention of the file share:

1. Verify that the Quality Monitoring server is running.

2. Verify that the username and password previously in use are still valid. Try to access th
efileshare from another machine using the username and password provided to the Nortel C
ontact Recorder.

3. You may need to change the NTLM settings of the Quality server. Set the LmCompatib
ilityLevel to 3. This key is located in the Windows Registry at HKEY_LOCAL_MACHINE\Syste
m\CurrentControlSet\Control\Lsa

Nortel Contact Recorder to Viewer server problems

- If you have problems connecting to the Viewer server:
1. Verify that the Viewer server is running.
2. Verify that the SQL Server is active on it.
- Search and Replay problems (IP Recording only)
For most problems with Search and Replay, consider the following diagnostic
approaches to narrow down the cause of the problem:
1. Search for a different call, for example, one that is more recent or older, shorter or
longer.
2. Log in as a different user with different replay restrictions

- Cannot access the replay application

If you cannot get to the login page, try accessing the page from a different machine:
1. From the same side of any firewalls.
2. On the same LAN if you are having problems with WAN access
3. From the same sub-net, if having problems from a different sub-net
4. From the recorder itself, if having problems from the same sub-net.

- Problems downloading ActiveX control

If the ActiveX control downloads but displays a red cross on white background at top
of page,upgrade to Internet Explorer 6.0. These symptoms have been seen on Internet
Explorer 5.0.
- Cannot log in
If you see the login page but cannot get past it:
1. Verify that Caps Lock is off and that you are entering the password with the correct
case.
2. Log in as a different user
3. Confirm the spelling of your log in name with the system administrator and check that
your account is still configured in the administration pages.
4. Ask the system administrator to reset your password. Log in with a blank password
andchange your password when redirected to the Change Password page.

- No Audio “graph”
This means that the call has not been retrieved from the recorder or DVD disk or has
not reached the client PC.
1. Check the server logs for errors.
2. Note the call's 15 digit reference number (shown if you hold the mouse pointer just to the
right of the radio button that you click to retrieve the recording. Search for that wav file in
the calls path to confirm that the recorded file exists.
3.Check connectivity and available bandwidth to the client PC.
- Audio graph stops in mid call
This implies that the transfer of data from the Nortel Contact Recorder to
your client PC has been stopped or interrupted.
1. Request the same call again. There may have been a temporary network
problem.
2. Request a different call. If the problem is only with one call, you may have a
corrupt file on your hard disk.
3. Request the problem call from another PC on the same network. If the other
PC can retrieve it successfully, assess the differences between the two client
PCs; the problem is most likely at the client end.
4. Request the problem call from different sub-nets, ideally working closer to
the Nortel Contact Recorder.
5. Request the call from the recorder server's own browser. If this works and
the others don't, then the problem is likely to be in the network between server
and clients.
 - Audio graph appears but no sound
The audio file has reached the client PC successfully; the problem is
most likely to be with the PC's multimedia setup or current settings.
1. Verify that the PC has a sound card.
2. Play a wav file through Media Player or similar application to verify that that
the sound card is set up correctly.
3. Adjust any hardware volume and/or mute controls on the
speakers/headphones.
4. Double-click on the icon in the system tray at the bottom right-hand corner
of the screen to verify that the PC's software volume controls are not set to
mute or very low.
5. Ensure you are not running any other programs that may be locking the
sound card exclusively. If in doubt, shut down all other programs.
6. Try another similar PC. If that works, look for differences in the multimedia
setup of the two PCs.